Product Support Specialist

TL;DR

Product Support Specialist (SaaS/AI): Providing high-quality, consultative technical support to ensure customer success on the hirify.global platform with an accent on resolving complex technical challenges. Focus on driving operational excellence through proactive communication, bug escalation, and leveraging AI tools to enhance productivity.

Location: Must be based in Chicago; role is office-centric hybrid.

Salary: $91,000–$103,000

Company

hirify.global is a leading platform for human and AI collaboration, helping millions of teams achieve their goals through an exceptional office-centric culture.

What you will do

• Deliver consultative support across a wide range of product areas to solve complex technical issues via video and screen sharing.
• Own customer outcomes end-to-end by ensuring timely, empathetic, and clear resolution of inquiries.
• Act as a key liaison between product teams and customers to escalate bugs and drive product improvements.
• Maintain internal knowledge base and identify recurring inquiry patterns to empower the support team.
• Meet high standards for response times and customer satisfaction in a high-volume environment.

Requirements

• Proven track record in a customer-facing technical support role within a SaaS environment.
• Fluency in English with excellent communication skills.
• Strong critical thinking and technical aptitude for troubleshooting SSO/SAML, browser behaviors, and user access.
• Demonstrated ability to break down complex, ambiguous topics into clear, actionable steps.
• Curiosity about AI tools and emerging technologies.

Nice to have

• Fluency in German.

Culture & Benefits

• Mental health, wellness, and fitness benefits.
• Comprehensive career coaching and support.
• Inclusive family building benefits and retirement plans.
• In-office culinary options catering to diverse dietary preferences.